Operations Lead
Location: US, NV, Las Vegas
Employment type: Full-time
Required experience: Mid-Senior level
Required education: Bachelor's Degree
Industry: Health, Wellness and Fitness
Function: Management

Company profile:
SocialWellth is a Las Vegas, Nevada based social engagement company focusing on leveraging consumer profile data, localized community resources, emerging media tools and gamification to create trusted connections between consumers and their healthcare #URL_a94316f384f48fd4e8d466974cd950a7694ce1fb7b1c2391dc1aa64328f340b5# on the strengths and experiences of the Nevada Gaming Industry, who has learned the power of harnessing consumer profile data into captivating relationships, SocialWellth, is poised to launch the country’s first profile driven hyper-personalized Consumer Health Connection Network.  This network will leverage social and health data, localized community resources, social media tools and gamification to create a trusted connection between consumers and their healthcare sponsors. Our platform strategies and solutions will create a centralized hub enabling partners to integrate and aggregate disparate online and offline solutions into a compelling, magnetic experience, which will in turn lead to sustainable achievements in day-to-day balanced living.

Job description:
As Operations Lead it will be your responsibility to design, implement and manage deployment and day to day production operations of all technology platforms. You must be a passionate leader with the ability to pick up this role and run with it with little supervision. You must also be an exceptional communicator who is comfortable interacting with everyone from customers to stakeholders and executives. It is also important that you exhibit strong technical and business savvy as well as a firm commitment to customer service.  Responsibilities include the following: Building a high-performance service operations teamProviding world-class IT support to external customers with a focus on exceptional customer service and high renewal ratesDefine, own and manage customer service tools and workflow for assurance of cross-organizational communication of issues and activities.  Define and distribute comprehensive metrics on customer service performance.Own creation of department strategy based upon and ITIL model &amp; conceptsDeveloping performance standards and report metrics based on industry best practicesBuilding strong partnerships and a successful cross-department service delivery modelHandling escalated customer callsDemonstrating deep technical expertiseDrive Root cause analysis (RCA) and Preventive Action Item (PAI) to improve delivery and operational stabilityOwn and drive transition of technology and services into production supportEnsuring all Service Level Agreements (SLA) for our IT service offerings for both internal and external customers are met or exceeded.  Report results on a monthly basisConduct research and make recommendations upgrades and improvements to IT infrastructure and processes to meet changing business needsDefine proactive monitoring approaches to assure operational stability and SLA adherenceGrooming staff members for further career growth within the companyAssist in the preparation of RFP’s, bid proposals, contracts, scope of work reports, and other documentation for business units’ projects and associated effortsAssure the operational infrastructures meets all compliance and security requirements as defined by our operating controlsAssure the operational infrastructures delivers against high-availability and disaster recovery objectivesDefine and implement IT operations policies, procedures and best practicesManage internal and external service providers

Requirements:
4 Year degree in Information Technology or Computer Science10 years’ specific experience managing technology operations inclusive of customer support organizations and delivering operational excellenceMinimum 4 years successful leadership of a technical operations teamKnowledge of current protocols and standardsExtensive enterprise application support experienceExperience with Digital and Mobile Apps employing Cloud ArchitectureThorough knowledge of Storage (SAN/NAS) technology, Active Directory &amp; GPO, and Windows XP, Windows Server 2003 and 2008Experience in Managed Service Provider environmentAbility to make sound and logical judgmentsAvailability to be on call as required to drive incident responseAbility to travel up to 10%Must be authorized to work in the USAbility to pass a background investigation Highly Desired: Graduate degree in technology or businessMicrosoft certificationsExperience in the Consumer eHealth sector 

Benefits:
Complete Benefit Package Including 401(k).